Summary: The Service Desk Analyst role is a 12-month fixed-term contract focused on providing essential support to customers by managing incidents and service requests effectively. The analyst will assess, triage, and escalate issues while striving for first-time fixes to enhance customer satisfaction. This position requires regular communication with customers and collaboration with the support team to ensure timely resolution within Service Level Agreements. The role also involves contributing to knowledge management to improve service delivery.

Key Responsibilities:

• Manage the support of customer issues using the ITSM tool, phone, and email as required.
• Assess and triage service desk tickets according to issue type, in line with SLA, and assign to resolver groups or individuals in a timely manner.
• Identify the minimum dataset for requirements and manage the collation of information and communication with customers.
• Identify first-time fixes where possible to mitigate risks and deliver outputs.
• Contribute to the early identification of required knowledge articles working with higher competency tiers.
• Ability to travel to meetings as required which may be in any of the System C offices.

Key Skills:

• Demonstrable experience of working within a service desk and incident operation.
• Understanding of ITIL best practices.
• Preferred ITIL Foundation certification.
• Experience of working within service industries and engaging with customers.
• Effective and demonstrable communication skills engaging at all levels.
• Ability to work on own or as part of a team.
• Good documentation skills.
• Excellent relationship management skills.
• Strong written & verbal communication and interpersonal skills.
• Good working knowledge of MS Office applications (i.e. Outlook, Word, Excel, Project, and Visio).

Salary (Rate): undetermined

City: Leeds

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: fixed-term

Seniority Level: undetermined

Industry: IT